Expert ACH Support Engineer

Finastra Technology•Atlanta, GA

21d•Hybrid

About The Position

The Expert ACH Engineer is a senior individual contributor role within the Payments Customer Support organization. This role provides advanced functional and technical support for Finastra Payments platforms, with a primary focus on NACHA (ACH) payments and FGPP (Global Payments Platform). The role owns complex, high-impact customer issues end-to-end, reduces operational risk, contributes to backlog reduction, enables self-service and case deflection, and improves resolution quality. The engineer operates independently on complex issues, mentors junior engineers, and partners closely with Product, Engineering, and Infrastructure teams across regions.

Requirements

Ability to write and interpret SQL queries for troubleshooting and analysis
Experience working with Oracle databases, including schemas, tables, and audit data
Ability to analyze transactional data to support root cause analysis
Experience supporting enterprise-scale, transaction-intensive production systems
Working knowledge of Linux / Unix environments (logs, processes, permissions)
Familiarity with application logs, batch processing, schedulers, and message queues
Understanding of system-to-system integrations, APIs, and file-based interfaces
Experience with messaging or middleware concepts (queues, retries, wait states)
Ability to trace end-to-end transaction flows across multiple internal and external systems
Strong understanding of ACH, wire payments, and real-time payments (RTP / FedNow)
Knowledge of payment lifecycles, validations, queues, exceptions, and repair processes
Familiarity with compliance and risk controls, including OFAC, sanctions, fraud, and regulatory reporting impacts
Experience supporting environments with multiple third-party vendors (OFAC, Fraud, FX, network providers)
Experience supporting regulated production environments with formal incident, problem, and change management processes
Understanding of release management, disaster recovery testing, and post-upgrade validation
Ability to work within SaaS / PaaS / hybrid hosting models, clearly distinguishing customer versus vendor responsibilities
Strong RCA skills, with emphasis on durable fixes and reduction of case reopens
Ability to create and maintain reusable support knowledge
Ability to translate technical findings into clear, customer-usable documentation
Willingness to adopt and support AI-assisted support tools (guided triage, response suggestions, KA discovery)

Nice To Haves

Experience with enterprise case management tools (e.g., SFDC)
Exposure to Payments platform DR exercises, upgrades, or change validation
Familiarity with case deflection analytics, automation, or workflow optimization

Responsibilities

Provide expert-level functional and technical support for Payments platforms, with emphasis on NACHA / ACH processing and FGPP flows
Own complex and high-severity customer issues across the full support lifecycle, including investigation, resolution, validation, and customer communication
Act as a senior escalation point for issues impacting customer operations and business continuity.
Analyze and troubleshoot: NACHA file creation, validation, settlement, returns, and exceptions
Analyze and troubleshoot: FGPP payment processing, message flows, routing, and operational controls
Understand the operational and compliance impact of payments issues and support customers accordingly
Drive improvements in First Contact Resolution (FCR) and Mean Time to Resolution (MTTR) through accurate triage and strong root cause analysis
Identify repeat issues and collaborate with Product and Engineering teams on permanent fixes
Actively participate in backlog management, prioritizing aged, complex, and high-risk cases.
Create and maintain high-quality Knowledge Articles (KAs) for repeat issues, known errors, and standard operating procedures
Support self-service and case deflection initiatives by ensuring knowledge is clear, reusable, and consistently applied
Provide guidance and mentoring to less-senior engineers, enabling independent resolution and skill development.
Partner with Product, Engineering, Infrastructure, and Release teams to diagnose defects, validate fixes, and support deployments
Support disaster recovery exercises, upgrades, and change events, including testing and post-change validation

Benefits

Unlimited vacation, subject to local regulations and business priorities.
Hybrid working arrangements
Paid time off for voting, bereavement, and sick leave.
Confidential one-to-one support through our Employee Assistance Program
Medical, life and disability insurance
Retirement plans
Lifestyle, and other benefits.
Paid time off for volunteering
Donation-matching opportunities
Access online learning and accredited courses through our Skills & Career Navigator tool.
Global recognition program, Finastra Celebrates
Regular employee surveys that help shape our culture and ways of working.